POSITION SUMMARY STATEMENT
United Way of Central Maryland is seeking an Assistant Director of 211 Maryland United Way Helpline to ensure seamless operational services for 211 callers. This candidate will be an experienced human services program manager with program development and management skills who will report to the Operations Director and assist in daily operations oversite for the helpline. The Assistant Director will work closely with the Operations Director to ensure that 211 quality standards are met and seamless operational services are provided for 211 callers. The Assistant Director will assist the Operations Director to effectively manage and support the 211 Call Specialists including training staff, interns and volunteers and direct oversite to all temporary call center staff, in addition to permanent Community Resource Specialists to serve Central Marylanders who need support while increasing 211’s capacity.
211 Maryland United Way Helpline is a readily accessible, 24/7, helpline providing information and referral (I&R) services in over 150 languages. It offers individuals an effective means of navigating the complex health and human service delivery system to find resources such as access to food, housing, and other government assistance, that support health and social determinants of health outcomes, for low-income individuals and families. Certified Community Resource Specialists assess callers' needs and link them to solutions using a comprehensive database of over 7,000 government & nonprofit programs.
United Way of Central Maryland promotes equity, creates opportunity, and improves lives. Our 95 years of service to the people of Greater Baltimore have taught us what it takes to change our region for the better. We are proud to be a source of support, compassion, and hope for people who work hard but still struggle to make ends meet. We strengthen families and communities by taking on systemic challenges and increasing access to basic needs- health, housing, employment, education, and more.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Work with Operations Director of 211 to ensure that staff are supported, trained, and monitored and are meeting established goals and expectations.
- Coach, mentor and evaluate 211 staff, including: temporary/seasonal staff, approximately 50% of community resource specialists and others as assigned (not to exceed 10).
- Monitor call handling, review caller records and provide feedback to direct reports. Train new staff and interns and coordinate ongoing internal and external training for staff. Primary support for the evening Community Resource Specialists as needed.
- Work with Operations Director to coordinate call center operations to facilitate meeting established goals for wait time, abandonment rate, and follow-up and to ensure policies and procedures are implemented and kept up to date.
- Lead call listening calibration and coordinate monthly call listening sessions with staff and volunteers.
- Coordinate temporary/seasonal programs, including tax scheduling and holiday assistance.
- Coordinate scheduling for all CRSs to ensure appropriate coverage to meet established goals. This includes all flex time, call outs, and remote scheduling.
- Schedules and coordinates all outreach events and call listening sessions for internal and external visitors.
- Provides coverage on the phone as needed due to high call volume and call outs.
- Work with AVP and Operations Director to drive 211 evolution with goal of making 211 the premier help line for customer service and results.
- Perform other duties as assigned.
20% Community Building/Networking/Public Education:
- Works with non-profits, for-profits, school systems, universities, volunteer centers, churches, individuals, and other internal and external constituents to build, strengthen and promote outreach and volunteer efforts.
- Identifies sites and community partners for program and community events.
- Develops and maintains relationships with partners.
- Represent 211 Maryland United Way Helpline in the community, within the nonprofit network and internally with other United Way staff. Develop and implement strategies to increase awareness of 211 to elected officials, public agencies and health and human service providers.
To be successful in this job, the Assistant Director of 211 must consistently demonstrate:
- Staff coaching, training, and development skills
- Program management and development experience
- Information and referral process knowledge
- Individual performance metrics management
- Exhibit and practice excellent customer service
- Establishes and maintains supportive, professional relationships with UWCM staff and volunteers; effectively represents UWCM in the community; develops contacts in the community with civic organizations, non-profit and governmental agencies; potential and current volunteers, funding sources, colleges and universities, elementary and middle schools, churches and others as appropriate.
- Maintains connections and network within the community to form and maintain effective partnerships in the community
- Maintains excellent interpersonal and communication skills, including the ability to work as part of a team
- Can work with people from diverse backgrounds
- Is enthusiastic and has a positive attitude toward helping others
QUALIFICATIONS AND REQUIREMENTS:
- Bachelor’s degree in Social Work, Human Services, or related field, with at least two year of experience in a human service organization.
- Experience in program management, public speaking and working with volunteers of all ages
- Demonstrated outstanding oral and written skills
- Excellent computer skills with some knowledge of web-based volunteer recruitment sites
- Flexibility in both schedule and projects
- Ability to work independently to bring a project to completion and skills in facilitating partnerships, participate in collaborative UWCM projects, prioritize, and manage multiple tasks
- Experience managing people and helping them develop in their career
- Demonstrates proficiency in problem solving and strategic thinking skills
- Exhibits leadership, teamwork, initiative, and enthusiasm
PHYSICAL DEMANDS: (sitting, standing, lifting, etc):
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regular walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The employee must frequently talk and hear. Weights of up to 25 pounds are occasionally lifted. There is extensive use of a computer. Employee is primarily seated while performing the duties of the position.
Resumes should be submitted to email@example.com.